Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests by handling telephone calls, service requests, messages, and enquiries efficiently and courteously. Requirements typically include previous experience in hotel operations, guest services, call centres, or a related customer-facing role; fluent English and Cantonese are generally expected, while Mandarin is advantageous. Candidates should have clear communication skills, a professional telephone manner, good computer knowledge, and the ability to remain calm while managing several requests. The role requires teamwork, attention to detail, accurate follow-up, and flexibility to work rotating shifts, weekends, and public holidays. Familiarity with hotel systems and a genuine commitment to Shangri-La’s service standards would be beneficial.

Company Info

Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, operating hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. Its brands are known for warm Asian hospitality, personalised guest service, and high-quality accommodation, dining, wellness, and event facilities. Shangri-La Hotels and Resorts employs colleagues across a wide range of operational and corporate functions, including front office, food and beverage, housekeeping, engineering, sales, and guest relations. In Hong Kong, the group operates prestigious properties serving business travellers, leisure guests, families, and major events. The company places strong emphasis on service excellence, professional development, teamwork, and creating memorable guest experiences. Benefits and employment conditions vary by property and position but may include meals, training, medical coverage, staff rates, and opportunities for internal or international career progression.

Destination Guide

Hong Kong is a compact international city and coastal territory rather than a single island, combining dense urban districts with beaches, hiking trails, outlying islands, and traditional villages. It offers strong opportunities in hospitality, tourism, finance, retail, technology, aviation, and professional services. The culture blends Cantonese traditions with global influences; respect, efficiency, family values, and excellent food are central to daily life. Housing can be expensive, especially on Hong Kong Island and Kowloon, but public transport is fast and reliable. Leisure options range from shopping and nightlife to hiking, sailing, beaches, and island excursions. Foreign nationals generally need an employment visa sponsored by a Hong Kong employer before starting work; the company normally supports the application. Applicants should prepare qualifications, employment records, a valid passport, and proof of relevant experience. Cantonese is valuable for guest-facing roles, while English is widely used in international hotels.